The document outlines the key steps in a typical sales process, including pre-approach, approaching the customer, determining needs, presenting the product, handling questions and objections, closing the sale, and following up. It discusses preparing for sales, including prospecting, analyzing customer data, qualifying leads, and stocking merchandise. When approaching customers, it's important to establish rapport while being aware of their buying style. The approach may differ between industrial and retail settings, but the goal is an positive interaction focused on customer needs and the product.

1. The Sales
Process
Chapter 14 - The Sales Process

2. The Steps of a Sale
Preapproach
Approaching
the customer
Determining
needs
Presenting the
product
Chapter 14 - The Sales Process

3. The Steps of a Sale
Handling
questions and
objections
Closing the sale
Suggestions
selling
Reassuring and
following up
Chapter 14 - The Sales Process

4. The Preapproach-Getting
ready to sell.
Finding new customers by
prospecting
Retail sales not a prevalent because
the customers come into the store.
Important for the salesperson to open
new accounts to generate sales
volume.
Chapter 14 - The Sales Process

5. Sources and Methods of
Prospecting
Employer leads
Telephone Directories
Trade and Professional Directories
Newspapers
Commercial Lists
Customer Referrals
Cold Canvassing
Chapter 14 - The Sales Process

6. Preparing for the Sale
Industrial Sales
Analyze past sales records.
View notes about the personal
aspects of the customer.
Qualify new customers.
Inquire with other salespeople who
are with non-competing lines.
Chapter 14 - The Sales Process

7. Preparing for the Sale
Industrial Sales
Ask questions in a pre-visit phone
call.
Make an appointment to see the
prospect in order to have time to
explain the features of your product.
Chapter 14 - The Sales Process

8. Preparing for the Sale
Retail Sales
The customer comes to you, so most
of the preparation is in the retail store.
Stockkeeping and housekeeping
duties are important.
Learn about the merchandise and the
prices of the merchandise.
Chapter 14 - The Sales Process

9. Approaching the Customer
First impressions count; if a
customer is turned off by the
approach it will be difficult to win
him or her over.
Be alert to what interests the
customer.
Establish rapport.
Chapter 14 - The Sales Process

10. Approaching the Customer
Be aware of the customer’s buying
style.
Follow good guidelines for
establishing a positive relationship
with customers.
Chapter 14 - The Sales Process

11. The Approach in Industrial
Sales
Setup an appointment during the
preapproach, and arrive early to
the appointment.
Introduce yourself, smile, and
shake hands.
Chapter 14 - The Sales Process

12. The Approach in Industrial
Sales
Engage in small talk to build a
relationship with the customer.
Comment on important things to
keep the customer interested.
Chapter 14 - The Sales Process

13. The Approach in Retail Sales
Service Approach Method
“May I help you”
Appropriate when the customer is
obviously in a hurry or you are simply
an order taker.
Ineffective in most situations; you lose
control of the sales situation.
Chapter 14 - The Sales Process

14. The Approach in Retail Sales
Greeting Approach Method
“Good afternoon, Mr. Wright” or an
appropriate personal comment.
This approach begins conversation and
establishes a positive rapport.
Do not focus on the merchandise.
Chapter 14 - The Sales Process

15. The Approach in Retail Sales
Merchandise Approach Method
The salesperson makes a comment or
asks questions about a product that the
customer is looking at.
Ask questions about the item.
Usually the most effective approach
because it immediately focuses
attention on the merchandise.
Chapter 14 - The Sales Process